Can't get customer service to help me

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Can't get customer service to help me

blumgd
Extra
My fiancé and I moved into a new house 2 weeks ago, and we decided to bundle our internet and cable services through Dish. We got signed up with a 24 month guarantee for both cable and internet. The Dish technician showed up on June 7th and set up our cable and everything has worked just fine. We received a modem in the mail for our internet, and the technician showed up on June 14th. He installed a cable in our backyard and left a notice on the door saying it would be made permanent at a later date. We set up the modem and it worked just fine for a day or two and then stopped working. We then got a box in the mail saying we needed to return the modem this last weekend. So my fiancé called Dish today at 1-855-585-4240 asking why we got the box. She was told that the services were cancelled and that she would need to be transferred to fix the problem. She was transferred around 4 other times during a 40 minute phone call when the 5th person told her that she is not approved to make changes on the account even though she is on the account. She informed me of this, so I called the same 1-855-585-4240. I initiated the prompt to discuss internet services and got a representative after a few minutes. I told them the problem, and I was informed that I needed to be transferred to an account specialist. After being on hold for another 5 minutes, the account specialist informed me that I needed to be transferred to someone within CenturyLink. After being on hold for another 5 minutes, I was transferred to a CenturyLink center, and the representative was surprised that I was a customer, because usually only DishNet employees call her to fix problems. She spent about 15 minutes with me on the phone trying to fix the problem, and she said she could not and gave me another number to call: 1-800-244-1111. So I hung up after 31 minutes on the phone and decided that perhaps an online chat may help fix the issue. I described the problem to the representative (Nelson), and he told me to call 800-333-3474 and ask for the Broadband Sales Team. So I called this number and started getting prompts again. I repeatedly pressed 0 to get a customer service representative because I was not sure which prompts to follow. Finally, I got on the phone with someone (Juan). He spent the next 34 minutes of phone time trying to resolve my issue by going back and forth with his “back office�. Then, he transferred me at the very end without telling me so, and I was speaking to a lady who was asking me questions about installing internet. I asked her why I was transferred and if she spoke to Juan and knew what issues I was having. She said Juan talked to her and she asked if I had the modem still. I said yes and she said she was going to get me connected. So I waited a minute or two and then she hung up the phone. After wasting 3 hours of our day with no resolution, needless to say we are VERY frustrated and just want to resolve this issue.

Gavin
4 Replies

Re: Can't get customer service to help me

DISH Employee
Thanks for the details you have provided and I am happy to explain some things to you about this. When there is a Broadband or Internet issue it has to be handled over a phone call to make sure we stay connected to you during any trouble shooting that may be needed. We have specific representatives that handle the broadband issues and if you’re trying to get connected they have specific tools to get that done. Have you been able to speak with anyone today about getting connected?

Re: Can't get customer service to help me

blumgd
Extra
We got through on the phone yesterday after another hour or two on the phone, and we were guaranteed internet would be set up between 12-5 today. That didn't happen. So we called again today and somehow we fell through the cracks again. So now we have to call back tomorrow morning. Ugh.

Re: Can't get customer service to help me

blumgd
Extra
Annnnnnd we still couldn't get answers. Got charged a $240 early termination fee even though we didn't cancel.

Re: Can't get customer service to help me

DISH Employee
blumgd wrote:
Annnnnnd we still couldn't get answers. Got charged a $240 early termination fee even though we didn't cancel.


I want to check into this further for you. Is there any way you can PM me with the phone number and 4-digit PIN to get started?